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Technology Enablement
Contact Center as a Service (CCaaS) Solutions
We were raised on Voice Contact Center solutions. We’ll share all the dos and don’ts for an exceptional voice call CX. Let our voice experts craft the solutions that get your customers quickly and efficiently to the best available agent to handle their call.
Take advantage of all the functionality you would expect from a leading voice solution
- Robust and flexible Speech-enabled and DTMF IVR with data-dip capabilities
- Intelligent ACD with Skills-based routing
- WebRTC-based agent UI
- Custom agent statuses and wrap settings
- Voice and screen recording with redaction
- Queued callbacks
- Transfer and conferencing
- External dialing with favorites
- Nuisance caller blocking
- PCI-friendly payment collection
- Extension and Voicemail capabilities
- TTS options
- Custom dispositions
- CRM/Ticketing/Order system integration
What’s the best way to meet your customer communication needs? Be everywhere they are interacting with your content. We’ll create a full Omnichannel experience for your customers and agents to effectively communicate across any and all channels where you have a presence, applying robust routing logic to get your customers quickly to the best agents to handle their interactions.
- Unified UI
- Live and Digital Chat
- SMS
- Social Media
Can you provide personal, targeted, efficient transactions with a bot? Absolutely! At Humach we couple experts in conversational design with a human-in-the-loop tuning and training process that ensures your AI is constantly improving to provide your customers with the best possible UX.
Humach Digital agents don’t replace humans – live agents will always be necessary for concierge-level transactions that involve a judgement call or empathy. But customers do embrace AI when it results in the kind of the friction-free interactions that Humach provides.
Take advantage of pairing the right transactions with digital agents
- Voice or Digital Channels
- Escalation to live agent on demand
- Customer identification and authentication
- Intention detection
- FAQ Responses
- Account lookup and statuses
- Appointment scheduling
- Help desk troubleshooting
- Ticket creation
Change is hard. Your processes and analytics are already set up and bringing on a new solution would be SO disruptive, right? Never a problem with Humach! Humach will ensure that you can continue to use your established business tools and processes by delivering our data to you using secure APIs.
- Live interaction and agent status feeds
- Historical data
- CRM integrations
- Ticketing system integrations
- Call recordings
- Custom and Out-of-the-box integrations
Quality Management
- Live monitoring
- Voice and Screen recording
- Digital transcripts
- Scorecards
- Analytics
- Gamification
- CSAT
Knowledge Base
- AI-Powered
- External connectivity and integration
- Optimized search capabilities
Conversation Analytics
- Trends
- Insights
- Speech
- Digital
Workforce Management
- Forecasting
- Automated skill-based scheduling
- Adherence monitoring
- Omnichannel support
- Analytics
- Insights
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